About the job
Acumen Technology is looking for a Service Analyst II in Nashville, Tennessee. This position combines hands-on technical troubleshooting with a commitment to excellent client service. Acumen supports clients in financial services, healthcare, and other sectors where secure and dependable IT is essential.
What you will do
- Resolve technical issues beyond Level 1 support, including diagnosing and fixing software, hardware, and network problems.
- Communicate directly with users by phone and email, offering clear and helpful assistance.
- Escalate only the most complex cases to Level 3 support.
- Maintain and update technical documentation, user guides, troubleshooting steps, and system configurations.
- Help mentor or train Level 1 staff when needed.
- Work with technologies such as Windows 10/11, Azure, On-Prem Active Directory, Microsoft 365, Windows Server, and basic networking.
- Keep accurate records, manage time effectively, communicate clearly, and focus on performance metrics.
- Model Acumen Technology’s core values and look for ways to improve processes and service.
Work environment
This hybrid role is based in Nashville. Some days are remote, with all necessary equipment provided for a productive home office. In-office days include team lunches and company events, fostering collaboration and community.
Growth and culture
Acumen Technology supports ongoing training and encourages a positive workplace. The company is committed to helping employees grow in IT and aims to make this a meaningful step in your career.
Benefits
- Weekly in-office lunches
- Company events
- Comprehensive benefits package
- Training opportunities, including some lighthearted options
